Your StreamOne Ion platform account includes a Freshdesk-powered ticketing and knowledge center. This article goes over the steps involved in opening a ticket.
***ATTENTION PARTNERS IN LATIN AMERICA REGION*** Our support platform for the Latin America region has changed as of July 10, 2023. PLEASE SUBMIT A SUPPORT TICKET IN THE LAC HELP DESK SYSTEM.
The Ticketing System
The videos below illustrate three methods for accessing and opening tickets in ION:
- From the Settings Menu
- From the quick link on the Business Overview page
- From the main Freshdesk log in page
Option 1: Within StreamOne Ion, click the triple-bar menu option. The Support link is located under your ION account name.
Option 2 - From the Business overview landing page, click the Support option under Quick Links
Option 3 - In the StreamOne Ion Knowledge Base, click New Support Ticket
Help & Support in the platform
Complete all the required fields (as noted by a red "*"). In the text field, provide as much detail as possible.
To report an incident or issue, please do the following:
- Provide relevant system or platform information.
- Steps to reproduce the problem. Provide a step-by-step procedure for reproducing the problem. This allows our support team to quickly recreate the issue and find a solution.
- Provide screenshots or videos: If the issue is visual in nature, please provide screenshots or videos to help illustrate the problem.
To ask a question not found in the Knowledge Base:
- If possible, please identify the use case associated with your question.
Here's an example support ticket request:
When you click the Send Feedback button, your support request is routed to the global StreamOne Ion support team. A support agent in your area will assist you within 24-36 hours.
Opening Support Tickets from the Knowledge Base Article View
If you are viewing the Knowledge Base articles, you can create a support ticket by clicking the plus sign next to
Complete the required fields and click [Submit].
To View Status, Update, or Close Support Tickets
Click the drop-down arrow next to Open and Pending, then select 1 of 3 options:
- All Tickets
- Open or Pending
- Resolved or Closed
***IMPORTANT***
Please do not reply to the ticket via email. Email responses are not captured in the ticket and routed to general support mailboxes and are not always monitored in a timely manner by the operations team. Using the ticketing system for all correspondence related to your inquiry ensures quality and timeliness to resolution. Also, please avoid using cloudsupportus@tdsynnex.com or businessexperiencesu@techdata.com in your email replies, as this will result in duplicate support tickets being created with each subsequent reply. ***
EXAMPLE: NEW SUPPORT TICKET RECEIVED—Auto Alert—DO NOT REPLY BY EMAIL
To respond to the ticket, click the link in the email notification to navigate back to your ticket and respond within StreamOne Ion Freshdesk.
Example email notification from Stream1 Freshdesk:
If you do not have login credentials for Freshdesk or lost your password, click Forgot your password. You can log in using Google, Facebook, or Twitter. See screenshots below:
